designcrumbs saidthat’s like saying: “since i eat pasta everyday, i have nothing against a law that forces me to eat pasta everyday”
I have no issues with the original announcement. I already provide lifetime support and have less than a 72 hour response time (in fact, most threads are answered in the first 12 hours).
Support isn’t a product: how/when i answer tickets and whether i decide to invest 1h in solving an issue which only affects a single buyer is no envato business.
Nobody owns my time nor can sell it for a fixed price and keep a cut of it.
I’m gonna say it right and clear: regardless all the rules and deadlines, i will continue to give support the way i always had.
there seems to be a problem with sales as reported by the Envato API: the same sale is reported with different times (1 sec difference).
2014-06-11 17:12:46 OneUp - One Page Parallax Retina WordPress Theme 2014-06-11 17:12:45 OneUp - One Page Parallax Retina WordPress Theme 2014-06-04 06:35:07 Mentor Premium Responsive Business HTML5 Template 2014-06-04 06:35:06 Mentor Premium Responsive Business HTML5 Template
This is pretty annoying because there’s no sale ID so comparing the time is the only way to tell if it’s a new sale or not (and still prone to errors because there could be 2 sales at the same time for the same item, even if very unlikely)
I would but, as soon as envato announced ie8 compatibility not being compulsory anymore, my ie8 test machine stopped working.
I’d be surprised if they didn’t have a clause like that in terms, i can understand the reasons behind it and doesn’t bother me as an author. Ofc we’re talking about worst case scenarios, i wouldn’t expect envato to use that on a daily basis.
MhW saidYou make no distinction between bugs and that’s the main problem with this “disable first / contact author after” policy. There have even been authors whose items got soft disabled and enabled again without them providing any change to the item itself.
The underlying thing to remember is that it’s absolutely unacceptable for a customer to pay good money for a premium item that doesn’t work out of the box. If you’re an Author and your Theme contains (verified) bugs, you ought not to be surprised that it’s temporarily removed.
Happened to us as well long time ago, except in that case we were contacted by envato before soft disabling our item: we provided explanation (no code) which was enough for support. End of the story, no disabled item and everybody was happy.
A theme having a slight layout issue on android 2.x using opera browser isn’t the same as one breaking the WordPress backend in my book so they shouldn’t be handled the same way. Most often than not, such fixes involves a 5mins css oneliner but being disabled for 2-3 days because review team is busy or item was disabled on friday could end up in big/unnecessary money loss for its author.
There’s no such a thing as bug free software. If that’s the goal, envato might as well soft disable the whole library for the time being.
That’s what updates are for: to fix bugs. I never heard about microsoft or adobe stop selling windows/photoshop because “omg we found a bug!”. If a theme has critical bugs, for instance once installed a fatal error prevents the user from logging in the backend, it should be immediately disabled.
But that’s not the case most of the times, items get soft disabled for a layout issue on the X mobile device with Y SO version, documentation, unchecked weird inputs (one of our themes got soft disabled because a buyer used a 40mb image in ico format). I’m not saying such bugs shouldn’t not be fixed but a warning mail and a couple of days grace period would be way better than the current policy.